Egencia Temporary Hotel Cancellation Policy
May 19, 2020
With the ongoing COVID-19 situation Egencia continues to see policy changes across their hotel partners. For some hotel bookings made between March 16, 2020 - April 30, 2020 that were previously non-refundable or non-cancelable, Egencia may honor the cancellation of the bookings and/or offer a refund. You can also submit a request for bookings made prior to March 16, 2020 for review. You must submit a request via the Egencia Portal or call customer service to confirm if you booking qualifies.
How your bookings will look in Egencia
If you have a non-refundable booking or for those bookings whose hotelier policies have not been updated, you will continue to see non-refundable, non-changeable per below.
Trips
Checkout
If your booking now meets the hotelier's new flex policy for refundability and it is at least 24 hours ahead of check-in, your booking in Egencia will now look similar to this:
Trips
Checkout
Hotel Closures
With the ongoing COVID-19 crisis we continue to see availability and policy changes across hotels. Some hotels are required to or are choosing to temporarily close. To assist travelers, Egencia is taking proactive measures to minimize travel disruptions due to these closures:
In the hotel search, closed properties will appear as NO RATES AVAILABLE. These hotels will be sorted and displayed below hotels that are currently open, with availability. Our goal is to help travelers avoid booking a hotel that we know will be closed.
For travelers with an upcoming booking at a hotel that we know is scheduled to be closed during their stay, we will be proactively messaging the traveler via email and canceling the reservation.
Due to the ever-changing nature of hotel closures, we encourage travelers to contact hotels prior to their travel to confirm that the hotel is still in operation.
Most hotel reservations can be canceled online from the Trips menu in the Egencia booking site or in the Egencia mobile app. Because of the extraordinary circumstances of COVID-19 travel disruptions, processing refunds is taking longer than normal. We currently expect that it could take up to 60 days for you to see your refund. Thank you for your patience.
If your hotel's free cancellation deadline has passed, or you have a non-refundable reservation and are not traveling in the next 72 hours, we ask that you delay your call until closer to your travel dates or contact us by email. If you have already submitted a request, you do not need to call us for a status update.
Please note: Policies are changing rapidly. We recommend that you check for updates frequently. Also, if you are still planning on traveling, we recommend that you contact the hotel directly to ensure it is still open as hotels in some locations are temporarily closed.